LiveOps Outbound Voice Features and Capabilities

2 LiveOps Cloud Contact Center “Outbound” is part of a complete cloud-based Contact Center True Cloud Solution – No Software or Hardware to install Simple Configuration, Simple Ownership – Self-service add/create/change for Users, Call Flows, Reporting, etc. – Minimal Professional Services required – No Admin or Supervisor Licenses Massively Open Architecture – APIs, CTI, CRM Integration, more … Scalable, Global, Redundant, Reliable – 6 worldwide data centers

3 LiveOps Cloud Contact Center Comprehensive Voice Feature List LiveOps Voice: Inbound – Complete, enterprise-grade IVR/ACD/Menu/Auto Attendant Features LiveOps Voice: Outbound – Customer Initiated Calls Virtual Hold Immediate Callback Scheduled Callback – Agent Initiated Calls Manual Dialing Click-to-Call within CRM, Web pages, Office Documents – System Initiated Calls (List/Campaign-based) Dial Modes: Push Preview, Progressive, Predictive, Agent-less (IVR-Only) List Management Tools: Manual/Bulk, API-driven, CRM-driven Flexible: Separate tools/design/configuration for each campaign – Reporting and Monitoring

Outbound Calling via LiveOps Cloud Contact Center Destination Customer’s PBX LiveOps Data Center LiveOps Data Centers IVR/ACD LiveOps Carrier Circuits LiveOps Benefits Integrated reporting across all regions, all agents, all channels CRM integration for Automated Outbound Dial Campaigns LiveOps Benefits Integrated reporting across all regions, all agents, all channels CRM integration for Automated Outbound Dial Campaigns Client’s T1/E1 Circuit LiveOps places a second egress call to the destination 4 LiveOps places an egress call to Agent’s DID 3 Agents logs into the LiveOps portal 1 System (or agent) initiates an outbound call via LiveOps Web Interface or SFDC 2 Agents LiveOps Outbound: Lead-Generated/Campaigns Preview Progressive Predictive Automated (IVR) Click-to-Call in SFDC “Local Number” CLID Cold Calling PSTN Carrier Customer’s CRM/ Salesforce.com VoIP Call PSTN Call

5 Outbound – Customer Initiated Calls

6 LiveOps Outbound Customer Initiated – Virtual Hold “Our hold times are longer than usual. If you’d rather leave a message and a callback number, we can hold your place in queue and call you back when your turn comes up…” Customized Priority Customized Queue Placement “Our hold times are longer than usual. If you’d rather leave a message and a callback number, we can hold your place in queue and call you back when your turn comes up…” Customized Priority Customized Queue Placement

7 LiveOps Outbound Customer Initiated – Immediate Callback (Example #1)

8 LiveOps Outbound Customer Initiated – Immediate Callback (Example #2)

9 LiveOps Outbound Customer Initiated – Immediate Callback (Example #3)

10 LiveOps Outbound: Immediate Callbacks

11 LiveOps Outbound: Scheduled Callbacks

12 LiveOps Outbound: Scheduled Callbacks

13 Outbound – Agent Initiated Calls

14 LiveOps Outbound Agent Initiated – Manual Dial Options: Customize the Outbound Caller ID Filter the Campaign list per user/group Options: Customize the Outbound Caller ID Filter the Campaign list per user/group

15 LiveOps Outbound Agent Initiated – Click-to-Dial within CRM – Salesforce.com

16 LiveOps Outbound Agent Initiated – Click-to-Dial within CRM – Zendesk

17 LiveOps Outbound Agent Initiated – Click-to-Dial within Web Pages & Office Apps

18 Outbound – System Initiated Calls

19 LiveOps Outbound System Initiated – Campaign Types Dialer Types: Push Preview Progressive Predictive Agent-less (IVR Only) Dial Lists are uploaded to the LiveOps platform Dialer Types: Push Preview Progressive Predictive Agent-less (IVR Only) Dial Lists are uploaded to the LiveOps platform

20 LiveOps Outbound System Initiated – Push Preview Best to use when: Each Call is Different Agent needs “research” time prior to the call Allows agent to leave personal or pre-recorded messages on answering machines Best to use when: Each Call is Different Agent needs “research” time prior to the call Allows agent to leave personal or pre-recorded messages on answering machines

21 LiveOps Outbound Salesforce.com OpenCTI Integration Fully Supports OpenCTI Integration including: – Screen pop’s within Salesforce.com on incoming call to Agent – Embedded Task/Interaction fields within LiveOps Phone Panel Lead/Contact can be “popped”. New Case can be created. Comments added as “Tasks” within the Case.

22 LiveOps Outbound System Initiated – Push Preview with Salesforce CTI

23 LiveOps Outbound System Initiated – Progressive Agent leg is called first, thereby “reserving an agent” Agent can remain “pinned up” for faster dialing Customer leg is called second Answering Machine Detection (AMD) filters out: Voice Mail, Busy, No Answer, Disconnects, Intercept tones, Fax Machines, Modems Any “Hello, this is Jeff…”-type answers are immediately connected to a live human representative NO PAUSE or DELAY! Agent leg is called first, thereby “reserving an agent” Agent can remain “pinned up” for faster dialing Customer leg is called second Answering Machine Detection (AMD) filters out: Voice Mail, Busy, No Answer, Disconnects, Intercept tones, Fax Machines, Modems Any “Hello, this is Jeff…”-type answers are immediately connected to a live human representative NO PAUSE or DELAY!

24 LiveOps Outbound System Initiated – Progressive Best to use when: Each Call uses the same “Talk Script” Improves efficiency of your representatives No wasted agent time for dialing or handling mis- or dis-connects Best to use when: Each Call uses the same “Talk Script” Improves efficiency of your representatives No wasted agent time for dialing or handling mis- or dis-connects

25 LiveOps Outbound System Initiated – Predictive Like Progressive except: Dialer can be “cranked up” to overdial by XX percentage AMD is Always ON Overdial Algorithm speeds up or slows down depending on live, dynamic use statistics CAN CREATE PAUSE or DELAY for the customer! Do Not Call (DNC) Lists is supported DNC Day/Time/Hours is supported Like Progressive except: Dialer can be “cranked up” to overdial by XX percentage AMD is Always ON Overdial Algorithm speeds up or slows down depending on live, dynamic use statistics CAN CREATE PAUSE or DELAY for the customer! Do Not Call (DNC) Lists is supported DNC Day/Time/Hours is supported

26 LiveOps Outbound System Initiated – Predictive Best to use when: Speed is more important than Service Best to use when: Speed is more important than Service

27 Outbound – Managing and Reporting

28 Manual (Bulk) Upload via.CSV Dial List Uploading

29 Pre-built Tools for CRM (e.g. Salesforce) Dial List Uploading

30 Custom tools using LiveOps “Lead Upload API” – Web Site: – Resource: Platform Services API Reference.pdf v2.4 Dial List Uploading

31 Callback Reports (4 tempaltes) Outbound Reports (3 templates) Scheduled Calls Tracking Outbound Reporting

32 LiveOps Historical Reporting Tool – “Out Dials – Detail” Report Outbound (Manual / Call Back) Reporting

33 Virtual Callback Recorded Segments Callback Tracking & Visualization

34 Outbound – Configuration & Options

35 Agents sees the customer’s “Entered Number” as the Caller ID on the “Incoming call” to the Agent Customer sees the configured “Outbound ANI” (set within the Campaign) as the CallerID on the incoming call from the LiveOps agent to the customer. Caller ID Information

36 Outbound – Developer Tools

37 Developer Tools Platform Services APIs Web Site: Resource: Platform Services API Reference.pdf v2.4

Thank you! Questions & Answers